ServiceDesk Plus 7.6 – Atualização

ServiceDesk Plus 7.6 – Atualização

Essa atualização do SDP esta sendo uma das mais esperadas (pelo menos por mim). Muita coisa nova e muitas correções também.

O principal é a parte de permissão, agora você consegue granular o que o técnico consegue editar na solicitação. Muitos cliente estavam querendo esse tipo de configuração. Tendo assim um nível controle maior sobre os itens das solicitações e de segurança.

Arquivamento de dados (Data Archiving) – essa funcionalidade vai ajudar a aumentar o desempenho do SDP. A pergunta é: “Como ele vai fazer isso?” – Simples, arquivando as solicitações antigas. Você define o tempo que as informações ficaram retidas na base de dados e o arquivamento vai ser automático conforme o tempo definido. Com isso você alivia o bando de dados e o acesso as informações ficam mais rápido. Com alguns cliques você consegue acessar as informações arquivadas, é possível também criar filtros de exceção.  

Compatibilidade com celulares. È possível acessar o SDP através do celular com características especificas.

Analisador de E-mail (E-mail Command) – com essa feature você consegue abrir a solicitação por e-mail e categorizá-la. Antigamente isso não era possível e tínhamos que criar complexas regras de negocio para fazer essa classificação.  

Temos agora templates para resposta de solicitações e base de conhecimento, esta show de bola. Entre muitas outras melhorias e correções.

ServiceDesk Plus 7.6 – ReadMe 

Fine Grained Authorization

Configure Roles such that a technician is allowed to perform specific tasks in requests and purchase modules. Some of the operations available in the initial cut are,

Data Archiving

With Data Archiving one can archive old requests based on certain criteria like created date, completed date and so on.

• Option to schedule data archiving.
• Provision to specify exceptions while archiving.
• Support to view archived data

Mobile Client

Mobile Client support for technicians who need to access SDP via iphone and other PDA’s. The client will have support for the following actions

• View ‘My Pending’, ‘All Pending’ and ‘All Requests’.
• Support for adding a resolution and closing the request.
• Support for adding WorkLog.
• Support for assigning requests to technicians.

Other Enhancements

• Request Module
  • First Response based SLA – Option to specify a first response time for a given SLA along with support for 1st level escalation.
  • Option to list “Request Pending My Approval” in the request list view
  • Customizable request Print View
  • Templates for replying a request
  • Templates for resolving a request

• Asset Module
  • Fetching software from Mac machine.
  • Support for scanning multi processor information in linux machine.
  • An asset can be connected to a number of services which can be captured in the Relationship section of an asset. This functionality, earlier available in Enterprise edition will now be available in professional edition also

• Remote Desktop
  • Earlier remote desktop connection will be established without client acknowledgment. Now client should acknowledge remote desktop access initiated by technician.
  • Option to enable / disable Remote Desktop Access functionality in the application.
  • Option to enable / disable Remote Desktop Access permission for technicians.

• Software Licensing
  • Support for Client Access License (CAL) and Volume based Software licensing.
  • Additional fields for Software license.

• Problem / Change Module
  • Marking of a problem as Known Error is made configurable.
  • Earlier, changes of type ‘Standard’ are automatically considered to be pre-approved. This has been further enhanced so that any change type can be marked as pre-approved.
  • Problem/Change raised on an asset is displayed in the “Request” tab of the Asset details page.

• IT service segment is made available in Professional Edition. Earlier this was available only in the Enterprise edition.

• Support for NTLM v2 based authentication for pass through authentication (single sign on). Users who have configured single sign on before 7.6 need to reconfigure SSO after migrating to 7.6.

• Option to select the Domain for a requester and technician.

• Any modifications in the Admin section, an entry would be added in the log viewer.

• Option to Thread Dump is available in the Support Tab.

• Email Command
  • Ability to parse incoming mails on enabling E-mail Command under Mail Server Settings configuration.
  • Ability to parse incoming mails to set various request fields (like category, level, mode, priority and so on)
  • Operations like pick up request, assign request, close request, edit request can be performed through email itself.

• Http form submission based API enhancements
  • Http form submission API support to add / update / delete Site, Requesters, Technicians.
  • Http form submission API support to add / update Assets.

• Tasks Enhancements
  • Ordering of tasks
  • Groups support in tasks
  • Specifying the dependant tasks for a given task

• Business Rule Enhancements
  • Option to send mail when a rule matches
  • Option to continue with the next business rule even after a successful match.
  • Option to apply the Business rule on editing the request also.
  • Option to mark a Business Rule as inactive.
  • Option to override the values with the ones in Business rules on successful match.

• Notification Rules Enhancements
  • Notifications will not be sent to technicians when the operation is performed by the technicians themselves. New request creation, request assign, request close, task assign, task close notifications will not be sent to the technician, if the operation is performed by the technician himself / herself.

Behavioral Changes

• Certain modifications has been made to enhance the performance of ServiceDesk Plus,
  • The time frame to auto refresh the request list view page is set from “Every 3 minutes”. If the time frame is set to Every 2 minutes then on upgrading to 7.6, the value is automatically set to 3 minutes.
  • In all list views, the maximum number of rows is set to 250. If the number exceeds the maximum value and on upgrading to 7.6, the value is automatically set to 250.
  • Navigation buttons in the details page of request, problem and change has been disabled by default. If required, this option can be enabled in the database.
  • Column-wise search for requests on the bases of request template has been disabled.

• While printing a request, the assets associated to the requester will not be displayed.
• On reopening a request, the time frame from ‘Closed’ to ‘Open’ state is added to the due by time of the request.
• While creating a new request, technicians associated to the selected site and technicians with permission to view “All” sites from Roles would have been listed earlier. Now, only technicians who are directly associated to the site will be listed.
• On entering a solution/workaround for a Problem, the status of Known Issue must be marked manually from the Actions tab.
• Ability to add and execute Business Rules and Service Level Agreement without selecting the criteria. These Business Rules and Service Level Agreement are executed when the none of the request values satisfy any criteria mentioned in other Business Rules and Service Level Agreement.
• Access to Remote Desktop Control is restricted to technicians with AERemote Control role.
• System Log under Support tab can be viewed only by the administrator and the site administrator.

Issues Fixed

1. SD-12654: Problem in viewing attachments in Outlook 2003, when an email is sent from ServiceDesk Plus through exchange 2007.
2. SD-13809: In Requester login, the requester additional fields such as multi line and pick list are shown as a single line text field under “My Details” tab.
3. SD-13903, SD-14795: Due by time is not updated/recalculated when a closed/resolved request (within the due by time) is replied back.
4. SD-13972: In Change Module, a technician with View and Edit change permission is unable to add work log since there is no Add button in work log.
5. SD-13984: If the server is running in IST and the selected time zone in Personalize window is MST, then on editing the request details page the date values (created, due by) are displayed in IST.
6. SD-14101, SD-14156: Saving a draft from conversation does not save it in the parent request. Instead the draft is saved in the child request. The drafts cannot be viewed unless the request is split.
7. SD-14137: If a Holiday’s description contains ‘&’ then in edit holiday page, ‘&’ is displayed along with ‘amp;’.
8. SD-14138: Forwarding a conversation does not follow “Forwarding a Request” email template under the Notification Rules.
9. SD-14154: In IE 6 and IE 7 browsers, while associating department to a requester from requester list view page, an “Invalid argument” alert occurs but the department is associated to the requester.
10. SD-14214: Unable to associate Incidents from Actions drop down list under Problems and Change details page.
11. SD-14266: Change module -> Print Preview, the size of the attachment is improperly displayed in change print view.
12. SD-14290: Unable to dissociate all the groups that are associated to the technician from the technician edit page.
13. SD-14314: Unable to edit and update requests when the priority field is removed from the template. This occurs only in Inline Edit.
14. SD-14365: List of all technicians is displayed while assigning tasks for a request in a site.
15. SD-14337, SD-14388, SD-14424: Issue with navigation link in the site list view page. The first 100 sites are displayed, and neither selecting ‘show 200 per page’ option nor clicking the next button allows users to view the 2nd or 3rd page of sites. Also, selecting the view 25 or 50 sites fails to change the display.
16. SD-14397: Reset the requester view permission to “Show all their site request”. After an AD import the request view permission reverts back to “Show only their own request.”
17. SD-14423: Unable to select additional fields with quotes in Request Closing Rules.
18. SD-14648: Duplication of requesters occurs while associating assets to users on Importing Assets from CSV.
19. SD-14702: Duplication of assets on changing the Product Type of a Product.
20. SD-14781: Unable to import users from Active Directory again if the department is disabled.
21. SD-14817: If the change additional fields are set as mandatory under change closure rules, then on removing the additional fields, the change cannot be closed.
22. SD-14861: On clicking “View All Conversations” link in Request Details page, the navigation buttons disappears.
23. SD-14890: Bullets in description of Requests, Problem, Changes are not shown while viewing. This happens only in IE browser.
24. SD-15303: Changes with Status as ‘Rejected’ and Approval Status as ‘Submitted for Approval’ are displayed under Unapproved Changes in the Home page.
25. SD-15325: In Problem/Change module -> History tab -> Property View link, the “by” field is always blank.
26. SD-15406, SD-15387: Editing the date/time additional field of a request will show the Request History values in a long format.
27. SD-21039: Department field becomes empty when the department field is not mapped while importing requesters from CSV for second time.
28. SD-21067: Failure in updating the requester’ s password on performing CSV import for the second time.
29. SD-21019: Malfunction in Scheduled Backup; when the backup location is in another machine and full rights of the backup folder is given to the user logged into ServiceDdesk Plus server.
30. SD-21193: Line breaks in a WorkLog description is not shown in the request details.
31. SD-21205: In a request template, though the value for the group is selected; while creating a new request with that template, the technicians based on the group is not displayed. Instead all the technicians under the requesters site is displayed.
32. SD-21208: Unable to edit the technician details if “&” character is in phone number (or) Mobile number field.
33. SD-21356: Request search works for the first 500 character of the request description.
34. SD-15283, SD-21350: Some of the ‘$’ variables are not replaced properly in Notes addition notification.
35. SD-21414: Incorrect values displayed in the “Task” column of change list view page.
36. SD-21748: Technicians with only ‘View’ permission for the change module are able to delete CAB members selected for approval.
37. SD-22196: In SLA escalation for Non English language, if the $ticket owner is added in the escalation list along with other technicians, on saving the $ticket owner is not displayed in the list.
38. SD-22217: While editing a requester, unable to set the department as None. This happens if sites are not configured.
39. SD-22220: In IE 7; unable to perform Network Scan based on IP address range.
40. SD-22256: Asset pre populated while creating a Preventive Maintenance task is not displayed while editing the Preventive Maintenance task

Rua Arizona – ServiceDesk Plus

A Rua Arizona fica bem perto aqui da Inspirit, saímos daqui 13:35 e chegamos cedo na reunião. O prédio é show de bola, esperamos pouco ate que o responsável chegou (ate que rápido).

Cliente já havia acessado a demo online e conhecia um pouco da solução e essa reunião foi para justamente tirar algumas duvidas e visualizar algumas coisas na pratica. Perguntei ao cliente se ele tem interesse na parte de inventario de hardware e software e nas boas praticas de ITIL, de inicio não mas futuramente sim.

Atualmente as solicitações são atendidas por e-mail e não tem controle de nada e muito menos uma base de conhecimento, registro das solicitações, relatórios, etc. E o ServiceDesk vem para arrumar a casa, cliente comentou que gostou da solução e que lhe atende, pediu uma cotação.

Com esse calor eu a vendedora A estávamos querendo tomar aquela água gelada mas durante a reunião não foi oferecido, saímos de La e ficamos do lado de fora esperando o taxi. Um dos mensageiros do prédio viu a gente conversando e comentando que estávamos com sede e ele ouviu a gente dizer que a pessoa que fez a reunião não ofereceu água. Ele atravessou a rua e na volta ele perguntou se estávamos aguardando taxi, respondemos que sim e logo em seguida ele perguntou se queríamos água, respondemos que sim (dãããã), e deu ate opção de com gás ou sem rsrs

Essa água caiu do céu, muito gelada………..salvou nois rsrs

ServiceDesk Plus – Atualização 7.5 Build 7513

Do dia 18 de agosto ate primeiro de outubro tivemos tres atualizações:

Enhancements in 7513 (Released on :1 October, 2009)

Issues Fixed in this Service Pack

• SD-22797: Creating a request from self-service portal login by a requester associated to a site, request gets created with the site field as “Not in Any Site”

Enhancements in 7512 (Released on :16 September, 2009)

• SDF-21920: Support for SMTPS outgoing mails in ServiceDesk Plus.

Issues Fixed in 7512

• SD-21509: Based on the confirmation from the user who performs the change in template for a request, all the field values (except Subject and Description) based on the modified template will be updated. If not confirmed by the user, will populate the empty fields of the request with the modified templates values(except Subject and Description)
• SD-14395: Upon importing the requester information through CSV import, additional fields not more than 6 fields will not be updated.
• SD-21636: NullPointerException upon importing the standalone audit scan information through xml, in which the software do not have name associated to it.
• SD-21755: NullPointerException in AssetLease Notifications and will not be sent.

Issues Fixed in 7510 (Internally Released on :18-August-2009)

• SD-21864: Vulnerability issue in ServiceDeskPlus login. If pass through authentication is enabled, by manipulating login parameters (using tools like Firebug), user can login even with invalid password. This issue has been fixed.

Apresentação ServiceDesk Plus – Chácara Santo Antonio

Apresentação ServiceDesk Plus – Chácara Santo Antonio

Tudo estava certo para a apresentação as 15h00min, mas o cliente liga na parte da manha para antecipar a reunião para as 14h00min, fiquei muito puto por que tinha outros planos para aquela tarde. Tive que mudar meu horário de almoço por causa disso…

Estávamos no elevador indo para o taxi quando eu lembro que esqueci os boletos e o endereço rsrs tive que voltar para pegar. Aparentemente chegamos na Rua Alexandre Dumas e começamos a olhar o numeral e quando vejo o numero 2100 e logo em seguida o 2220, pensei que era um prédio do lado desse, o taxi parou e o dispensamos. Entramos no prédio e falamos que queríamos falar com o cliente da empresa X e a mulher (pelo jeito dela percebemos que isso acontece com freqüência) responde que essa empresa não é nesse prédio e sim em outro prédio a dois quarteirões dali.

Saímos do prédio e fomos para calcada e começamos a olhar na numeração, olha daqui olha dali, percebemos que a numeração é toda desordenada e começamos a conversar sobre isso (enquanto isso varias pessoas passam entre a gente) e de repente uma pessoa que passa repara na nossa conversa e fala vocês vão para o numero 2200 e respondemos prontamente que sim. Nos apresentamos falando que somos da Inspirit e vamos fazer a apresentação da solução ServiceDesk Plus, continuamos andando e conversando, conversa vai conversa vem, descobrimos que essa pessoa é o Diretor financeiro da empresa que estávamos indo e ele falou que se nos conseguimos vender a solução passaria pela mesa dele rsrs foi bem legal a conversa e tivemos um bom começo neh ehehehhe

Fizemos o cadastro e ficamos aguardando na portaria. Vinte minutos depois fomos chamado para a reunião, que foi na sala do diretor (calma não é o mesmo direto que nos “achou” na rua), apresentamos a solução, tiramos a duvida e bem no final da apresentação apareceu o diretor e ele gostou da solução e tinha algumas duvidas mas foi por pouco tempo. Duvidas esclarecida e começamos a discutir sobre a parte de licenciamento, versões, preço, etc.

O cliente foi bem sincero e comentou que tinha outras soluções na jogada e gostou especialmente da nossa solução e gostaria de fechar conosco e ficamos com esse objetivo de oferecer a melhor solução com melhor custo beneficio. Desafio aceito e como diria um amigo meu “É nóis queiroz”

Apresentação ServiceDesk Plus – Vila Mariana

O cliente é na vila mariana, pertinho da Inspirit. Pedimos o taxi as 09:00 e ainda chegamos La faltando 15. Ficamos esperando na recepção e tinha uma parada que sai água bem legal, tirei uma foto abaixo

E o tempo estava feio pakas, chuviscando e ameaçando cair o mundo. O transito estava super de boa.

A apresentação começou e duvidas também. No meio da apresentação o cliente começou a levantar uma necessidade que não era característica do ServiceDesk Plus e sim do Suporte Center. Que é a parte de gerenciamento de contas dos clientes e como não tinha o ambiente de teste pronto tivemos que usar o demo online.

O cliente tem uma necessidade especifica de integrar a solução ao SAP que já esta sendo desenvolvido pelo fabricante. Foi explicado todo o fluxo de atendimento, configuração de SLA, escalonamento, mudança de STATUS (parar o não o cronometro), personalização da solução, etc.

ServiceDesk Plus MSP

A ManageEngine esta lançando uma nova versão do ServiceDesk Plus. Que é colocar a função de gerenciamento de contas do SuporteCenter no SDP Plus, uniu o util ao agradavel, que é justamente o que faltava. A versão esta ainda em versão Beta mas é uma boa opção.

Pelo que esta no site essa é uma ferramenta integrada de HelpDesk com gerenciamento de ativos que vai ajudar a prover serviço e suporte para seus clientes. Abrange o gerencimaneto de Chamados (solicitações), Gerenciamento de contas (clientes), Gerenciamento de ativos, Modulo de compras, Portal de atendimento (cliente acessa e abre sua propria solicitação), Gerencimantos de contratos, Base de conhecimento, etc.

Visando atender todas as necessidas das empreas para gerenciar muitos clientes e seus ativos. De uma forma simples a plataforma é perfeita para o gerenciamento de clientes em um unico pacote integrado.

Link para downloda da solução.

Atualização ServiceDesk – Build 7507

Essa semana saiu mais uma atualização para ServiceDesk e essa atualização adiciona uma nova feature, dois novos protocolos, corrigindo varios bugs, etc. Um dos principais era a de importação de usuarios do AD para o SDP, que entrava em loop e nao terminava nunca a importação ou nem fazia a importação.

Link para download da atualização e versão do SDP com a atualização.

Segue abaixo todas mais informações sobre a atualização:

Enhancements in 7507

1. Task Template

A new feature which enables technicians to handle repeated tasks easily.

1. Multi Lingual Survey

A new feature which enables user to answer the survey in any of the languages supported by SDP.

1. Support for POPS IMAPS.
2. List view page of solutions module has been enhanced.
3. Site Inclusion in Request Template
   1. Providing an option to select the Site field in the Request Template. (In the existing version , site field is non-editable)
   2. Group field population will be based on the Site selection and Technician field population will be based on the Site and Group selection.
   3. When a requester/technician create a request using a request template, if the request template carries site name against the site field, it will avoid overwriting of the site field with the site name to which the requester belongs to.
   4. If a technician raise a request on behalf a requester using a request template and if site specified in the request template is different from his site, a message will be shown as &ldquoRequest added Successfully with RequestId:ReqId. But this request does not fall under your permitted scope. So you are not authorized to view this request&rdquo.
   5. A requester can also raise a request using a request template and Site specified in the request template which is different from his site.

Issues fixed in this Service Pack

1. SD-14885 – SDP crashes when scanning workstation.
2. SD-14805 &ndash Active Directory import is taking too long to populate the OU if more number of OUs are present.
3. SD-13788 &ndash Issue with AD Import for Windows 2008 server- upon selecting the domain, OU’s are enumerated correctly but not getting imported successfully
4. SD-15144 &ndash Error converting a string into a date time value error, and because of which CPU raised to 100% in non-english locale mssql has been fixed.
5. SD-14884 – NullPointer exception occurs while scanning machines in which oracle is installed.
6. SD-14694 – Domains that are listed based on login name in login page should be case insensitive.
7. SD-14843 – After migration to 7504,business rules stop processing because of the caching.
8. SD-14867 – When a site is having “Refer” for operational hour/ holidays,copy or custom for other related settings and upon associating technician to a group under that site will save fine for the first time and editing the technician and saving subsequently will throw error.
9. SD-14534 – Embedded images are broken when forwarding the closed request.
10. SD-14881 – Reply for request from the actions menu did not set the group sender name.
11. SD-14830 – Asset notification sent to wrong user.
12. SD-14862, SD-14857 – While trying to update an already closed request,it shows the message ” FAILURE :Request(s) closure failed”.
13. SD-14844 – Issue in displaying values in group field when creating new request in requester login when the requester belongs to a custom site &ndash FireFox Issue.
14. SD-14882 – Removed HTML tag content in the request description and resolution while adding new request through email / webform and generating report.
15. SD-14379 – Requester additional fields not displayed in the request details page.
16. SD-14787 – Request closing rules fails when request additional fields contains capital letters.
17. SD-14672 – In request template, unable to view more than 25 tasks, now we have added the next / previous button to navigate.
18. SD-14912 – Value of date additional fields is not getting displayed in Request Details page.
19. SD-14903 – Sorting order of the technicians is not maintained when assigning technician for a request from request details page.
20. SD-14788 – Unable to customize the logo in survey page.
21. SD-14740 – Link to the associated request is not working when viewing the details from the notification mail for the task.
22. SD-14959 – In IE, line feed caused double spacing hence SHIFT+ENTER was used to avoid the same.
23. SD-13833 – When editing Solutions, unable to add attachment with same name.
24. SD-14671 – In Problem List view, Incident Count Column is not shown for more than 10 problems.
25. SD-14893 – In Change list view, Problem Count Column is not shown for more for than 10 changes.
26. SD-14441 – When Survey is sent manually through the actions menu , the alias URL is using the IP address .
27. SD-14380 – Preventive Maintenance task editing did not populate the Group and Site information
28. SD-14941 – If the user modifies the default change type and migrate to 7.5 then the original default change types are getting populated again.
29. SD-14371 – Following time zones are included in Personalize option

o    Sri Jayawardenepura

o    Ekaterinburg

o    Harare, Pretoria

o    Cairo

o    West Central Africa

o    Mid-Atlantic

o    Brasilia

o    Buenos Aires, Georgetown

o    Greenland

o    Central America

o    International Date Line West

1. SD-14901 – Norwegian language characters are garbled in Request module.
2. SD-14873 – Exception thrown in recent items when request subject is PurchaseOrder.
3. SD-14705 – Unable to delete more than 500 assets from assets list view.
4. SD-14889 – Reduced the duration of taking backup time.
5. SD-14382,SD-14382 – Floating message box upon mouse over of the report list view did not close upon mouse-out.
6. LDAP Issues:

•  
  •  
    • SD-14846 – Department is not fetched from Novell eDirectory and OpenLDAP servers.
    • SD-14845 – When the same user is imported from AD as well as LDAP server, users will not be able to login.
    • SD-14827,SD-13971- User’s login name stored as firstname when importing form LDAP servers.
    • SD-14666 – Login issue when importing users from Novell eDirectory and OpenLDAP servers.
    • SD-14139 &ndash When LDAP Authentication is enabled, login screen is blank.
    • SD-14828 &ndash Telephone number not added/updated when users are imported from LDAP(AD,OpenLDAP,Novell).
    • SD-13971 – When importing users from LDAP the login name is added as requester name instead of the display name.

1. SD-14907 – Vendor name is showing wrong in Swedish language under asset details.
2. SD-14768 – Changing the Date filter value from “During” to “From To” option in default reports will have empty report when the report is sent through mail.
3. SD-14539 – Issue with reports , showing duplicate entry for workstations while filtering by software type.
4. SD-14911 – Previous/ Next operation over the generated reports throws error when requester/technician details are modified simultaneously.
5. SD-14913 – When multiple reports are scheduled at same time, concurrent access exception is thrown and hence report creation fails.
6. SD-14044 – In Reports, Survey Module, only Rating is present which is a non-numerical value due to which rating is not allowed in column summary.Hence adding a new field in reports, rating value which is a numerical value of rating.
7. SD-14917 – Included a new link &ldquoRoad Map&rdquo in support tab.
8. SD-14932 – Included a new link &ldquoKnown Issues&rdquo in support tab.

SD-14918 – Included latest and current build information in support tab similar to what we have in ‘About’ link.